Join an amazing team that is consistently recognized for our achievements and culture, including our most recent Forbes award of being one of America's Best Midsize Employers for 2023!

Position Summary:
The Product Director, Customer and Agent Success is responsible for researching, defining, and communicating the customer and agent experience vision and strategy while driving execution to maximize value for customers, agents, and the Company. The Product Director, Customer and Agent Success partners closely with cross-functional stakeholders and is comfortable operating across all levels of the organization.

Essential Job Functions:

• Develops knowledge of industry and global experience-relevant trends, strategies, and technologies. Develops knowledge of specific customer and agent needs through data driven interviews, research, and testing.
• Works with stakeholders to create end-to-end customer and agent journey maps including underlying data and key performance indicators at each touch point. Leads internal stakeholders in assessing quality of each touch point including but not limited to: system stability, design, feature offering, and comparison to external experiences.
• Analyzes external research and internal business metrics to inform customer and agent experience roadmap prioritization and creates business cases for initiatives including key performance indicators, cost/benefit analyses, and change management plans where necessary.
• Works cross-functionally to lead implementation of customer and agent experience initiatives.
• Works with stakeholders to create feedback loops to inform user pain points and sentiment. Presents findings to senior leadership and other stakeholders.
• Builds standardized reporting for key performance indicator tracking throughout all customer and agent touch points with appropriate service level standards that align to business objectives.
• Other functions may be assigned

Education:

• Bachelor’s degree required. Master's degree preferred or equivalent work experience.

Experience:

• 8+ years of experience working in leadership roles including ownership of strategy and implementation.
• Experience in executing business plans or strategies.

Knowledge and Skills:

• Ability to navigate through ambiguity and drive strategic direction.
• Ability to collaborate cross-functionally with both business and technical stakeholders and influence other leaders.
• Comfort operating at different vertical levels at the organization including individual contributors to senior executives.
• Ability to build ground-up solutions where none exist including all steps of ideation, design, implementation and monitoring.
• Strong financial acumen and data-driven approach to solving problems.
• Passionate about customer and agent empathy.
• Strong verbal, oral, and written communication skills.

Why choose a career at Mercury?

At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can’t imagine a world without it.

Our team will encourage you to grow, make time to have fun, and work together to make great things happen. We embrace the strengths and values of each team member. We believe in having diverse perspectives where everyone is included, to serve customers from all walks of life.

We care about our people, and we mean it. We reward our talented professionals with a competitive salary, bonus potential, and a variety of benefits to help our team members reach their health, retirement, and professional goals.

Learn more about us here: https://www.mercuryinsurance.com/about/careers

We offer many great benefits, including:

• Competitive compensation
• Flexibility to work from anywhere in the United States for most positions
• Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
• Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
• Medical, dental, vision, life, and pet insurance
• 401 (k) retirement savings plan with company match
• Engaging work environment
• Promotional opportunities
• Education assistance
• Professional and personal development opportunities
• Company recognition program
• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more

Mercury Insurance is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by federal, state, or local law.